ComplaintsforDHL Express

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company no matter where I have lived has always done their best to NOT deliver my packages. Their favorite go to is address incorrect when there is absolutely nothing wrong with the address whatsoever. This has happened both at a previous location I lived and where I live at now. I was supposed to have my package on 10/18, it is now 10/22 and I am absolutely petrified that I may not get my $300 worth of belongings.When I called customer ********************** on **/** I was told that my address was incorrect. I let them know that it is in fact not and that **** ****** and ***** never has an issue with finding my apartment, how do I correct something that isnt wrong? Ive only ever had this issue with DHL. It is almost as if the delivery driver didnt even step foot out of the delivery van because my apartment is literally the FIRST ONE ON THE FIRST FLOOR, YOU CANT MISS IT UNLESS YOU ARENT ACTUALLY EXITING THE CAR.Also, their customer ********************** and managers just lie to get you off of the phone. After speaking to a manager on 10/18, she let me know that a driver would be coming back that same day to reattempt delivery. To my surprise no one showed up and I got the notification that delivery would be attempted that Monday 10/21. I already explained to the manger that I run a business and have had to CANCEL MULTIPLE APPOINTMENTS because DHL refuses to be competent.10/21 rolls around and you guessed it, package was not delivered. This time a different reason, I was told it got misrouted. At this point I am LIVID, I cannot keep waiting any longer for my things. I got in contact with a manager again and was told for sure my package would be delivered next day 10/22. This is honestly the worst delivery service I have ever dealt with. The fact that this happened at an entirely different address in the past as well is what makes it even worse.

  Business response

  10/23/2024

  October 23,2024
  
  Better Business Bureau
  ***************************************
  *******, AZ *****
  
  RE: Complaint ID # *********   Diamond *******
  
  
  
  DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.
  
  We have reviewed this matter with DHL Management Team in ********* internally to prevent these types of situations in the future.
  
  Our records indicate that this shipment delivered on October 22, 2024 at 12:56pm.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  *****
  DHL Office of the President

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i placed an order on 10/11 for my grandmother's funeral and my birthday and it was set to areive on *********** btwn 1pm and 5 pm et. It is now 9:19 pm and there has been no communication or updates on my delivery so I finally reach out via chat and they connect me to an agent named **** who was absolutely no help because he offered to put in a request for expedited delivery and then magically disconnected the chat ! DHL is the absolute worse delivery company ever known to man and they have no accountability or human connection. The customer ********************** is by far the worse i have ever encountered and they need to be put out of business ! Every single time i order and a company uses their services, I have a issue ! I am beyond ****** and I want my package !

  Business response

  10/22/2024

  October 22,2024
  
  Better Business Bureau
  ***************************************
  *******, AZ *****
  
  RE: Complaint ID # ******** Venice *****
  
  
  
  DHL Express appreciates being given the opportunity to research and address our customer's concerns.
  
  Please advise our customer that further details are needed in order to provide resolution.The details needed may include but are not limited to:
  
  10-digit DHL Express tracking number.
  
  Upon receipt of more information, DHL Express can proceed accordingly with this complaint.
  
  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.
  
  
  Sincerely,
  
  *****
  DHL Office of the President

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for 3 to 5-day business shipping. It was shipped & received on 10/15/********** 10/21/2024 at 8:52 AM CST I made a call to DHL (SUNTRANS INTERNATIONAL) at ************. I was told that the package was still in *********, Kenner since 10/18 at 8:29 am. It has been on hold when I checked the records, last entry is 10/21/2024 at 8:49 am shipment is on hold at ******************. I told the supervisor about this and He stated that he is going to look into this since it should be delivered today. I did not hear back from the supervisor however the package was updated stating that a delivery attempt was made but no response( My husband and I have been sitting out front of our apartment waiting for the driver to show up since 9 am. This fake attempt was made at 1:06 pm. I admittedly reached out and contacted customer support to let them know that no one had made an attempt to deliver the package. I was told by the first *********** that if the package was not there we would receive a partial refund. Our package holds important documents for the government and had to be there today by 3. When I reached back out to customer **********************, I was told by another agent that the package was delivered, which I again for 3 times informed them that it was not, nor any attempt was made. It is now 2:15 pm and my package is not going to be here. Both the agents and supervisor have failed to provide me with what I paid for. They realized the package was not in the area, and marked it incorrectly. I have the screenshots showing there was an attempt to have the package delivered in ******, *********, and not my home address that is on the label. I want my money back. I paid $6185.00 in Jamaican Dollars.

  Business response

  10/25/2024

  October 23,2024
  
  Better Business Bureau
  ***************************************
  *******, AZ *****
  
  RE: Complaint ID # ******** ******** ********
  
  
  
  DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.
  
  We have reviewed this matter with DHL Management Team overseeing the ***************** area internally to prevent these types of situations in the future.
  
  Our records indicate that this shipment delivered on October 22, 2024 at 1:36pm.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  *****
  DHL Office of the President

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on ************** for clothing items. My order was split due to coming from different warehouses. The tracking shows that the whole order was delivered on separate days. I contacted both customer support centers. ********************** chat ********************** encouraged me to request a proof of delivery from their site. I did, and it shows that the items were delivered and this proof also had the initials MF on it as if it was done by me. On the tracking service, the last location that shows that the package was delivered to was ******, ***** (their facility). Upon pointing that out, an investigation was started & shortly after I received an email that my case was closed as they see no error on their end. I tried to call the service member using the phone ************* provided and I was not able to get ahold of that person and no one else could explain to me why the location was still reflecting '******" when my previous orders have shown that the tracking will update to my city. Additionally, the customer ********************** member "******" told me that my package was delivered today, and that he could send me an updated 'proof of delivery'. It is alarming that my package could get scanned & tracked starting from *****, but somehow cannot or will not update to my shipping address upon arrival. Instead DHL has internal maps they can see but is not viewable or accurate for the customer to view according to ******. I pointed out that I have used ****************************** before and have always been able to track items. I am not concerned about the money (total order was $200, and only a few items were shipped separately that is not real significant) I am concerned about being lied to regarding why my package was not scanned at the final delivery address, why DHL has some internal map system that can track packages that does not get updated to the tracking function on DHL, and how they can generate a 'proof of delivery' that is not accurate(appears computer generated). Please investigate.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DHL EXPRESS PROMISED TO DELIVER MY PACKAGE AT 11AM-1PM PACIFIC TIME VIA TEXT. DRIVER REFUSED TO DELIVER ON MULTIPLE OCCASSIONS. THIS IS FRUSTRATING AND CAUSE SO MUCH ANXIETY FOR OUR BUSINESS. DRIVER IS DOING THIS ON PURPOSE BECAUSE THIS HAPPENS TOO MANY TIMES. TEXT MESSAGES FROM DHL STATING THAT NO ONE IS HERE TO RECEIVE PACKAGE BUT WE HAVE PROOF OF CAMERA THAT OUR BUSINESS IS OPEN DURING TIME OF DELIVERY. WE CALLED DHL CUSTOMER ********************** MULTIPLE TIMES AND DOES NOT HELP SOLVE THIS PROBLEM! PLEASE HELP AND ADVISE WHAT WE CAN DO TO PREVENT FUTURE OCCURENCES.

  Business response

  10/04/2024

  
  October 4, 2024 
  
  Better Business Bureau  
  ***************************************  
  *******, AZ *****  
   
  RE: Complaint ID # ******** ? *** *****
   
   
  ********************** appreciates being given the opportunity to research and address our customer's concerns.  
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number ********** and **********.  
  
  We have reviewed this matter with DHL Management Teams internally to prevent these types of situations in the future. 
  
  Our records indicate both shipments were delivered on October 1, 2024 at 3.41pm local time.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience 
  
  Sincerely, 
  
  Jessica 
  DHL Office of the President 
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My fianc sent me a care package for my birthday early because Ive just been stationed somewhere new and about to deploy. The package was supposed to be here a week ago. They attempted delivery several times last week which I wasnt aware of till Wednesday of this week. So I double checked my info to make sure it was correct and contacted the company to drop package off at the door. I cant leave base to wait on it or sign for it. I was told it was taken care of. Come to find out today they show up to deliver and the same bs happens again. Cant deliver because nobody answered the door. Spoke to a *** over the phone and was told it would be handled correctly and that the previous *** ***** annotate that. I deploy next week. This is dumb. I decided because its been almost two weeks to check to see if what both ***s kept their word and are full of it. **** no surprise, the next *** I speak to told me they were wrong and I cant have them drop it off. No guarantees. So I ask to speak to a supervisor. Basically brushed me off and ended the chat. I call again now theres another excuse why someone cant do their jobs or relay the information correctly. Oh you changed your address so now it requires a signature or for you to pick up at a local facility. The closest one to you is 2 hrs away. I ask to speak to a supervisor again. Youll get a call in 90mins. Call never came. Unprofessional! Disorganized! Lazy! I want my package. If I dont get it before leaving you will reimburse every ***** to my fianc!

  Business response

  09/27/2024

  
  September 27, 2024 
  
  Better Business Bureau  
  ***************************************  
  *******,AZ *****  
   
  RE: Complaint ID # ******** ******* *****
   
   
  ********************** appreciates being given the opportunity to research and address our customer's concerns.  
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number 4090562070.  
  
  Our records indicate the shipper does not authorize DHL to release the signature on behalf of the consignee and requires a signature. After review with the local facility, they have advised the consignee may leave a note on the door including name, waybill, address and their signature to authorize DHL to leave the shipment at the front door without the consignee being present.
  
  If the consignee can confirm the date, we can reschedule another delivery attempt.
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience 
  
  Sincerely, 
  
  *******
  DHL Office of the President 
  

  Customer response

  09/27/2024

  Ive stated several times to annotate that in the notes so the driver would know to do just that. Its not enough for me to put a note on my door. I was also told it wasnt guaranteed the delivery driver would listen by YOUR staff. I need to have something in writing from your side ensuring both parties did their best to make sure the package was delivered. Your refusal to do so shows your competence and customer **********************. **** poor! My fianc DO NOT ship these items requiring a signature. 
  

  This package will be at my door today or this will be escalated. This couldve been prevent had you did your jobs. I want a refund if this package is delayed again and a phone call that was supposed to happen yesterday from management.

  Business response

  09/27/2024

  September 27, 2024 
  
  Better Business Bureau  
  ***************************************  
  *******, AZ *****  
   
  RE: Complaint ID # ******** ******* *****
   
   
  DHL appreciates being given the opportunity to research and address our customer's concerns.  
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number 4090562070.  
  
  As mentioned earlier and according to the shipper's instructions, DHL cannot leave the shipment without a signature. Phone authorization is not adequate. Therefore, someone must be present to sign for the delivery. As an alternative, local operations suggested that the consignee can leave a signed note on the door authorizing the release, which the courier can collect when dropping off the shipment.

  Our records indicate the shipment is now requested to be held for collection at our service facility located ***************************************************************************************** and available for pick up. 

  DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network. As the shipper or the bill to account holder paid for the shipment using their DHL account and you did not pay DHL directly,any compensation to you would normally need to come from them directly. We respectfully recommend contacting the shipper as they are the only party able to file a claim with DHL at the ship from country.

  Once again please extend our sincere apologies to our customer regarding any inconvenience 

  
  Sincerely, 
  
  *******
  DHL Office of the President 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dhl refuses to deliver packages to my house. They are purposely withholding mail from myself with no explanation. Over 2 days unable to retrieve mail sent from overseas.

  Business response

  09/26/2024

  
  September 26, 2024 
  
  Better Business Bureau  
  ***************************************  
  *******, AZ *****  
   
  RE: Complaint ID # ******** ****** *****
   
   
  ********************** appreciates being given the opportunity to research and address our customer's concerns.  
  
  Please advise our customer that further details are needed in order to provide resolution. The details needed may include but are not limited to: 
  
                  10-digit DHL Express tracking number. 
  
  Upon receipt of more information, DHL Express can proceed accordingly with this complaint.  
  
  Once again please extend our sincere apologies to our customer regarding this unfortunate incident.  
  
  
  Sincerely, 
  
  *******
  DHL Office of the President 
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have shipped 3 packages, as i am moving permanently and by law I am able to transport my belongings free of charge to ****** and while the customs followed procedure and I did not incur any costs the DHL took money from me despite the fact that I could not take my items out of customs myself and customs required the transportation company give documents. It should be included in shipping price. The kicker is that 2 first times I wasn't charged anything and it reached me just fine and exact same way I was transporting my last belongings and suddenly I have insane 36 euros charge. Please fix this and refund considering the fact this is YOU taking money from me and customs made it adequately free of charge My payment order was **********

  Business response

  09/30/2024

  September 30, 2024 
  
  
  Better Business Bureau  
  *********************************************  
  *******, AZ ***** 
   
   
  RE: Complaint ID # ******** ***** ***
   
   
  ********************** appreciates being given the opportunity to research and address our customers concerns.  
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 1089476382. 
  
  Our records indicate that the above-referenced shipment was sent on September 19, 2024, from the ** to ********* delivered on September 27, 2024.?
  
  After review, DHL Lithuania confirmed the shipment is declared tax-free, with no VAT or customs duties, as it consists of receivers personal belongings due to a change of residence. The ***** charge is solely a declaration preparation fee, with no additional costs.
  
  We would like to take this opportunity to explain that while DHL enjoys the benefits of good relations with Customs &State Border authorities around the world, we are unable to directly influence or intercede with any decisions they may make regarding assessed values,clearance times, or procedures. 
  
  Once again DHL would like to apologize for any inconvenience.   
  
  
  Sincerely, 
  
  
  *******
  DHL Office of the President 
  
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My experience was with an ETSY seller, Aakasha from *****, ********. I ordered leggings from this seller. The tracking provided showed my package was in ***********, ** and was out for delivery then would show it was delayed. This went on for two weeks. I never received my package.

  Business response

  10/01/2024

  October 1, 2024 
  
  Better Business Bureau  
  ***************************************  
  *******, ** *****  
   
  RE: Complaint ID # ******** **** *******  
   
  DHL appreciates being given the opportunity to research and address our customers' concerns. 
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 8414040176. 
  
  After investigation, unfortunately all efforts to locate the package were unsuccessful and the shipment has been declared lost.   
  
  DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all shipments that travel through our network. 
  
  The customer would need to contact the shipper and any compensation or replacement to the customer would have to come from the shipper.   
  
  Once again please extend our sincere apologies to our customer.  
  
  Sincerely, 
  
  *****  
  DHL Office of the President 

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a load of clothes off *****, they shipped through DHL and I never recieved anything. I have my packages set to not be released unless I sign, my package was released its been over a month and I dont have my clothes or my money. Whenever I call DHL they just say its marked as delivered and Im not able to talk to anyone, at this point I just want my money back.

  Business response

  09/26/2024

  September 26,2024
  
  
  Better Business Bureau
  *********************************************
  *******, AZ 85014
  
  
  
  RE: Complaint ID # ******** ******* *****
  
  
  
  DHL appreciates being given the opportunity to research and address our customers concerns.
  
  We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.
  
  After review, local management team confirmed that the shipment was delivered as addressed on August 21, 2024 at 11:37am.
  
  Records indicate our customer has Standing Instructions with ********************** for their shipments to be left without signature, due to the registered receiver delivery preference submitted via DHL's OnDemandDelivery. Our customer can make changes to their delivery preferences by logging in at ******************************************
  
  In regards to our customers request for a refund, ********************** conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network.
  
  Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill ** account holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods. The customer would need to contact the shipper and any compensation to the customer would have to come from the shipper. 
  
  Our sincere apologies for any inconvenience and frustration this situation may have caused.  Our goal is to provide a world class customer ********************** experience to every customer. 
  
  
  Sincerely,
  
  
  *****
  DHL Office of the President

  Customer response

  09/26/2024

  I did NOT sign for the package and yall wont let me even see the signature. Its been over a month and still no package I need my money back now

  Business response

  09/27/2024

  September 27,2024
  
  
  Better Business Bureau
  *********************************************
  *******, AZ 85014
  
  
  
  RE: Complaint ID # ******** ******* *****
  
  
  
  Once again, DHL appreciates being given the opportunity to research and address our customer's concerns.
  
  Shipment ********** delivered August 21, 2024 at 11:37am and was left at the door, per the Standing Instructions our customer has on file with **********************.
  
  As mentioned,any claim regarding DHL tracking number ********** is the responsibility of the party that paid DHL for the shipping.
  
  The account holder in ***** contracted with DHL Express ***** to carry the goods and, under the DHL Terms and Conditions of Carriage, they hold all claim rights to the shipment.  Therefore, it is the account holder in ***** who must file a claim.  Since the customer paid the account holder and not ********************** directly, they will need to contact their shipper for any refund or replacement. 
  
  Once again please extend our sincere apologies to our customer regarding any inconvenience
  
  Sincerely,
  
  
  *****
  DHL Office of the President
  

  Customer response

  09/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩